ITIL® 4 Specialist: Drive Stakeholder Value with exam

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Czas trwania szkolenia:3 dni (24h)

Kod kursu:HU0C3S

Poziom zaawansowania:
hpe

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11 marzec
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16 wrzesień
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Termin:

16 grudzień
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O szkoleniu ITIL® 4 Specialist: Drive Stakeholder Value with exam

W cenie otrzymasz:

  • Materiały szkoleniowe
  • Potwierdzenie uczestnictwa w szkoleniu
  • W przypadku szkolenia w trybie stacjonarnym zapewnimy Ci również lunch oraz sprzęt niezbędny do nauki

Dla kogo?

  • Senior IT leaders and executives
  • Managers, supervisory staff and team leaders
  • IT professionals who require a deeper understanding of ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with a service-based business model
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff
  • Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework

Wymagania

  • Candidates must currently hold the ITIL 4 Foundation certificate before registering for this course.

Zalety

  • IDC MarketScape leader 7 years running for IT education and training
  • Recognized by IDC for leading with global coverage, unmatched technical expertise, and targeted education consulting services
  • Key partnerships with industry leaders OpenStack®, VMware®, Linux®, Microsoft®, ITIL, PMI, CSA, and SUSE
  • Complete continuum of training delivery options—self-paced eLearning, custom education consulting, traditional classroom, video on-demand instruction, live virtual instructor-led with hands-on lab, dedicated onsite training
  • Simplified purchase option with HPE Training Credits
  • The "ITIL® 4 Specialist: Drive Stakeholder Value with exam" course is offered by HPE Poland ATO/AEO of AXELOS Limited. "ITIL® 4 Specialist: Drive Stakeholder Value with exam" is a registered trade mark of AXELOS Limited. All rights reserved

Cele szkolenia

  • This course prepares candidates for the ITIL 4 Specialist: Drive Stakeholder Value formal examination
  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption/provisioning)
  • Know how to realize and validate service value

Program

Module 0: Course Overview

Module 1: Introduction

Module 2: Understand How Customer Journeys are Designed

  • Understand the concept of the customer journey
  • Understand the ways to design and improve customer journeys

Module 3: Know How to Target Markets and Stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and the internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Module 4: Know How to Foster Stakeholder Relationships

  • Understand the concepts of mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyze customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the Relationship Management practice can be applied to enable and foster relationships
  • Know how the Supplier Management practice can be applied to enable and contribute to supplier and partner management

Module 5: Know How to Shape Demand and Define Service Offerings

  • Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
  • Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design

Module 6: Know How to Align Expectations and Agree Details of Services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the Service Level Management practice can be applied to enable and contribute to service expectation management

Module 7: Know How to Onboard and Offboard Customers and Users

  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the Service Catalogue Management practice can be applied to enable and contribute to offering user services
  • Know how the Service Desk practice can be applied to enable and contribute to user engagement

Module 8: Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption/Provisioning)

  • Understand how users can request services
  • Understand methods for triaging user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behavior and culture)
  • Know how to use different approaches to provision user services
  • Know how to seize and deal with customer and user ‘moments of truth’
  • Know how the Service Request Management practice can be applied to enable and contribute to service usage

Module 9: Know How to Realize and Validate Service Value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand methods to track and monitor service value(outcome, risk, cost and resources)
  • Understand different types of reporting of service outcome and performance
  • Understand charging mechanisms
  • Know how to validate service value
  • Know how to evaluate and improve the customer journey
  • Know how the Portfolio Management practice can be applied to enable and contribute to service value realization

Exam Preparation

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